Category: Service Recovery
Some Policies are Bad for Customer Service
I recently had the opportunity to fly an airline that charges baggage fees (I try to avoid this by flying Southwest whenever possible). I understand that it is difficult for a for-profit […]
3 Service Recovery Lessons
On October 4-5, I was scheduled to work with the leadership team at Zoo Miami. Unfortunately, this was also the time frame that Hurricane Matthew was ripping it’s way through the […]
They Screwed Up, But I am Still Going Back
So this just happened…. I took my VW Beetle in to get the door handle fixed. The door handle was fixed, except… it was the wrong door handle. As it […]
The Two Main Types of Complaints (and how to respond)
Each one of your guests will have their own story of how they perceived their experience. Due to the variable factors leading into their experience and throughout the duration of […]
The Recovery is More Memorable than the Complaint
A guest visits your attraction and for some reason, the experience that they had fell below their expectation. Maybe it was due to cleanliness, maybe it was poor service, maybe […]